It’s amazing to me how many companies still don’t “see” the customer when it comes to customer experience.

While everyone talks about Customer Experience (CX) as the new black, most companies miss the real opportunity to be customer-centric. They don’t actually think about experiences from the perspective of the people they want to reach. Customers are evolving. Business processes and mindsets are not keeping up. As a result, they’re limited in the ability to design experiences that matter to an increasingly evolving generation of connected customers.

I was recently invited to keynote NextCon in Phoenix. In this presentation, I explore the need for human-centered experiences and aim to help executives shift mindsets toward the future. I wanted to share it with you here.